Can’t Update because of the Chime

[The_Unknown]

Hi,

I need to add a new camera to my Arlo app but It says I need to update my app. When trying to do this it says my chime is not supported with the new update so I can’t update the app. 

Is there a known fix for this or do we just have to wait? I can see from other posts that this has been going on since last year. 

Thanks

[BrookeN]

Can you send me a screenshot of the error? Both the Chimes work with the new user interface. 

[Njjamie]

I have the same error. The system has chime and pro 4. Need to add another camera and thought I could just add the pro 5s. Is there a work around?

[BrookeN]

Can I get a screenshot of the error you are seeing?

[Speedy_81]

Hi,

I get the same warning when I want to install a new doorbell camera.

Chime 2 - Not Currently Supported. See screenshot.

I'm using the android app, version 4.4.5_28674

[BrookeN]

We appreciate you providing that information. Can I get what type of device you are trying to add when getting that error message?

[RVR1]

I'm getting this same error message...that my Chime 2 will not be supported if I upgrade to the system that supports a Pro 5s 2k.

Please advise.

[Speedy_81]

I installed video doorbell 2nd gen. 

I continued with the update. Chime 2 still works. 

[Kathykat]

my chime 2 stopped working after I added new 5S pro cameras.  I’ve called Support several times go through a bunch of rigmarole to reset and reinstall the chime but it won’t connect and it never gets solved.  Very frustrating!  Fix-it ARLO!!

[BrookeN]

Have you tried to factory reset the Chime and add it back to the account?

https://kb.arlo.com/000061879/How-do-I-factory-reset-my-Arlo-Chime-or-Chime-2

[Kathykat]

Yes, I’ve tried factory reset several times.  I’ve tried resetting my Orbi router, satellite, and internet.  I’ve tried using iPhone, iPad,  my PC, and even old iPhone as suggested by others.   Nothing helped.  I’ve been in several calls with your support staff in India, but they all go through all the same routine and it never gets fixed or escalated up. .

This started when i added new 5s Pro cameras which forced software upgrade and required switch to  2.4gh. On Orbi you can go on guest WiFi which is 2.4 by default btw. They all installed without problem and work fine, as well as my original pro 2 cameras and doorbells.  But thats when the problem started and the chime stopped working.  I’ve invested a lot of money in Arlo products and this chime issue has been very frustrating.  I’ve seen several other people complaining about this so it’s clearly a software interface issue. You guys need to figure out how to fix it.  And Orbi owns Arlo right?  So you should know how to play in together.  

[StephenB]

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@Kathykat wrote:

This started when i added new 5s Pro cameras which forced software upgrade and required switch to  2.4gh. On Orbi you can go on guest WiFi which is 2.4 by default btw.

 FWIW, the Pro 5s is dual band, not 2.4 ghz only.  I've always just ignored the "connect to 2.4 ghz wifi on your phone" screen with my own Orbi, and was able to install anyway.  So you could try moving the cameras and chime to your main Orbi WiFi.   (Note I am not using a Chime 2).

There are some differences between Orbi models.  With my current one, there is an ioT network option that is a better choice then the guest one.  The reason is that the guest network is isolated from your main network, but the iOT network is not.  If you have an isolation option set on your guest network, then try turning that off and see if you get different behavior.

[Kathykat]

I’m using a Orbi RBR50v2 with satellites.  I don’t know if it has ioT option. I did try installing with 5ghz band as well, but chime2 won’t connect to either.   When I installed the 5s pros Arlo Support said to install usung Guest WiFi because that is always 2.4, then you can go back to main after installation.  Everything works but the chime2.  

[StephenB]

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@Kathykat wrote:

I’m using a Orbi RBR50v2 with satellites.  I don’t know if it has ioT option

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It doesn't.